Customer Support Manager - Core

About Rippling Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds. Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes. We prioritize candidate safety. Please be aware that all official communication will only be sent from @ Rippling.com addresses. About the role The manager will lead a global team responsible for ensuring seamless operations, high customer satisfaction, and timely resolution of queries. This role requires strong analytical, operational, and leadership skills to manage complex processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Finance, Product, and Customer Success teams to ensure all touchpoints reflect transparency, compliance, and customer trust. What you will do Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones. Oversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memos. Design and implement scalable processes for issue resolution, SLA adherence, and escalation management. Monitor and analyze KPIs such as ticket turnaround time and CSAT. Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps. Develop and maintain documentation, FAQs, and knowledge base articles to improve customer self-service. Train and mentor team members to enhance domain knowledge and problem-solving capability. Drive automation and system improvements to reduce manual interventions and improve accuracy. Ensure compliance with internal controls, financial policies, and data security standards. What you will need You have 2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS company Excellent communication, leadership, and stakeholder management skills. Experience hiring and managing a distributed team Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time A data-driven approach to developing, tracking, and optimizing performance metrics Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets) Creative problem solvers who enjoys removing blockers for customers in support of the team Courage to challenge the status quo when logic and reason require it. See something broken? Fix it Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them Additional Information Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com Rippling highly values having employees working in-office to foster a collaborative work environment and company cultu